Auckland Airport
Reviews and Complaints

My mum dad travel to New Zealand on 13 Nov 2023 via Qantas airline.

One of the bags was not arrived and here is the information of the baggage claim form:

File reference number is : AKLQF63713/13Nov23/0630GMT

TAG NUMBER IS : 6E347157

I got call this afternoon from airport saying they need some more information on our contents of the bags which was provide.

My mum does not have any clothes to wear as it was all in the bag and my dad clothes as well. In the meantime can I please claim on the some purchases that I have to do urgently for their clothes.

We have just arrived off flight NZ5 from LAX we have been in the declarations line for over an hr and are still waiting (started at 6am it’s now 7.02). We were in the Nz passports line but told to spread out - so we are in the all passports line. This isn’t the first time this section has been an issue across my family and friends group - passports control and bags were fast and straightforward then we seem to enter the dark ages. We have also filled out our declaration digitally - which seems to have done nothing to speed anything up. Sort it out

I felt sad leaving New Zealand today after a a reunion trip I had with my childhood friends. It became a stressful going out from the country after the check in staff didn’t allow me to just carry some of my stuff. I was traveling with a limited baggage allowance with no option to increase it. It just so happen that all the things I brought here are used which make it more heavier. I was charged of 810 NZD that’s almost half of my salary. I trier to reduced the stuff i have and put it on my carry on bags and still ended up paying extra. It was stressful and expensive. Staff name is Matthew.

On 2nd May 2023 I arrived in Auckland airport around 23.30 hrs via Malaysian Airlines. I had to travel alone urgently and realised I was 7 weeks pregnant days before my return to Auckland. Hence I was super nervous and scared to lift my 20 kg heavy luggage. The lady in the baggage claim was so good that she lifted my luggage in to the trolley. However, when it came to baggage screening, I had my worst experience in my life. I was in the row of 1 and there was this lady who told me that at the baggage screening that her job is not to assist / lift people’s luggage. She was rude and hesitantly helped me to lift my luggage. Though she lifted the luggage, 80% of the baggage weight was on me. I was quite nervous and burst out in tears for her attitude and behaviour. I would like Auckland Airport to take necessary action on this lady’s behaviour and attitude. She was of Asian accent.

There will be people travelling alone for various reasons, and this kind of attitude should be prevented, especially towards vulnerable people. If she was unable to assist me, she could have called for help. I hope I am the first and last one to witness this experience.

We arrived on 27.04.23 around 5.00pm with LA800.

When we took our suitcase from the carousel, we found it forced to open on one side. The suitcase is a Samsonite hard plastic with a code and cannot be damaged by bad handling.

One side was broken with a hard object and the code locker as well and some contented was pulled outside.

We found the handle of the hair brush hanging out , very odd as when we packed it was somewhere in the middle under some clothes.

Someone tried to steal from the suitcase, fortunately nothing is missing but the suitcase is damaged.

On the 2nd of April I arrived via a China airlines flight with a baby. I was told that my stroller would be given to me at the gate on landing but the ground staff advised no it will come out on carousel! Every other airport provides this at gate however this is the 3rd time Auckland airport failed me. After getting to the carousel the bags did not arrive for anyone for 1 hour! No one including the ground staff knew what was happening. After an hour I received my bags but still not stroller! After another 30 mins the stroller came. There was no baby change rooms, no where to sit! I sat on the floor in a corner to feed my child! This is appalling and I will now be reporting this to the media and news outlets as something needs to change. Life for parents with small children is extremely difficult when things like this occur. We were told the baggage handlers forgot our luggage trolleys on the tarmac as they got distracted by other flights!

Hello

I drive Uber and I want to file a complaint against an employee who collects rubbish at the waiting area at jimmy ward cres … Auckland airport

We were taking a break at the waiting area and this lady comes dumps the rubbish bag at our eating table and starts abusing us ..

When we asked her to stop she pulled out another bag of rubbish and dumped it infront of us on the table where we were sitting ..

This is highly disrespectful and rude and unethical ..

I have no words to describe how we felt ..

Attached is the video of truck and lady who did this ..

I really want this matter to be looked into and action taken ..

There are more than 6 witnesses to this incident took place 10/03/2023 at 1.10 pm

Thanking you

Ankush [protected]

[protected]@yahoo.co.in

I fly regularly in to Auckland airport. Its appalling how long the wait is everytime at customs. Missing my connections which are 2+ hours from when i land ( standard connecting time around the world) and still miss it. Thats with no check in luggage. Its embarrassing being a kiwi and seeing it. Put on more staff and open up more lanes no excuses for those waits.

I am an Airbnb host here in Auckland . I had a young woman arrive with me on Saturday 11th February. Her luggage did not arrive ( from London via Singapore airlines). In the first few days she was told it hadnt left London. She was suppose to stay with ,me for 2 nights and then fly on to the South Island where a job was waiting for her. After the 8th day she went out to the airport as phone calls proved futile . She was then told her bags were there but that they couldnt be located at the time . I brought her back to my home again. We then went out 2 days later . I was appalled by what a member of your ground staff said when we relayed our story " I cant help you as I have to go and buy my niece some chocolate because I`m flying out in the morning ".

We then proceeded t go to the "office" for a number of airlines in relation to lost luggage. There were many many signs on the door but not one that stated opening hours. We pressed the buzzer multiple time and then it was "switched" off. Eventually after 3 hours we spoke to someone outside who tried her pass to see if we could get into the required area. Luckily it did. Within 5 minutes she had the bag. My young guest spent 11 days waiting for information and her bag. It took the two of us going to the airport and not giving up that got the bag.

This situation had nothing to do with the recent weather events. To say the airport is uninviting , disorganised and chaotic is an understatement. It is dirty and such a disappointment as a local to think that this is how visitors to our shores are treated.

Ive read another review about the huge amount of time it takes to clear customs and travellers missing connections. Auckland airport seems to have no system when a number of flights arrive at the same time. I have witnessed distressed travellers worried about missing connections and asking airport staff for assisitance and getting none. Just unacceptable

Hi.
I realise that Auckland Airport was hit by an unprecedented storm, causing numerous logistical problems.
But I still feel that airport management performed appallingly.
I don’t want to spend ages writing everything that happened to me, describing my personal mistreatment, unless I know that someone there is actually going to read it and respond to me. Otherwise I will be wasting my time.
Please confirm that I can send details.

Yesterday I was at strata lounge with my family. There were no food at all every passenger was waiting for the food, even staff also don't have any idea when food is coming. The toilet were very bad in condition. I ask the customer service desk,they also don't have idea about their manger to complaint. I felt very frustrated with their bad hospitality and services. I quit a lot travelled and visit many lounges but never this kind of bad hospitality and services.

We arrived on a international flight from Singapore yesterday - 8th Dec. The plane landed on time shortly before 1.30 pm, and we had almost 2 hours to get our connecting flight with Chathams Air at 3.15 pm. This should have been plenty of time to get through customs.

However, there were hundreds of people waiting to get through, and in the end we stood in the queue for 3 hours, before we got through. From the queue we approached several staff, and told them we had a connecting flight to catch, and asked for assistance with this. All these staff members simply shrugged, and said there was nothing they could do. We of course missed our connecting flight, and - because of this - had to pay for an expensive hotel for the night, which cost us nearly $500, We had to rebook our nonrefundable flight for the next afternoon, again almost $500, plus having to spend another 24 hours trying to get home. Through no fault of our own, this experience has cost us $1000, and 24 hours delay.

We have been frequent travellers, both before and after the pandemic, and never had this problem going through busy international airports. The scenario of several flights arriving together, or unexpected busy times, is planned and catered for - with staff informing people in the queue to let them know if they have connecting flights, or other issues, and to approach them for assistance. This is a recurring situation that all airports should be prepared for - with a designated line/assistance for those with other flights to catch.

The shambolic disorganisation yesterday must have cost many people a lot of money, time and stress, and is a bad look for the airport to people arriving here for the first time.

I arrived in Auckland airport this morning leaving from rarotonga

I bought 2 bottles of spirits at rarotonga airport not boxed but in a bag from the shop with receipt

I then was travelling back to Brisbane

It was taken off me

As I said to the lady when we left Auckland on the 11/11/22 to rarotonga my friend got through ok after she bought duty fee in Brisbane

The put the alchol through a scan and said ok

I told the lady this

When I arrived back at Brisbane I saw a man near the pick up luggage near the carasole with a half bottle of spirit in his hand

I would hope that Auckland complaints can send me the 54.0p dollars

You can go to the duty free shop and buy and it's not boxed

My bottles were sealed in a bag from rarotonga airport

Not understanding what happened

Please email me louise.[protected]@bigpond.com

Auckland Airport is the worst company I have ever encountered in the world at dealing with customer complaints.

Eventually, you realise this monolithic enterprise will never acknowledge a complaint, never reply to any complaint, never respond effectively to any complaint, and you will just get the stonewall treatment.

I have been raising complaints for months about deep, hazardous potholes in the rideshare area that require urgent fixing.

I am so angry about this, I am going to shout now

WHAT DO WE HAVE TO DO TO GET AN URGENT PROBLEM REMEDIED AT THE AIRPORT?

Several weeks ago, I made a telephone complaint to the airport regarding potholes in the rideshare waiting area.

These potholes are deep, and have sharp edges which constitutes an obvious hazard, (particularly at night when they are less visible), to drivers tyres and rims.

Since I made that complaint, nothing has resulted, and the potholes are getting worse.

Attempting to alleviate the problem by throwing loose metal into the holes clearly fails to fix the problem.

I hope some urgent and successful repairs are undertaken to avoid expensive claims on tyres and rims.

One of our employees flew into Auckland airport from Melbourne and just missed his toolbox on the belt. He waited for it to come back through and it didn't. He then poked his head through the opening and was told he was not allowed to do that and to be on the other side.

While he had a look through he noticed his tool box had been tucked in a gap on the other side and told the handler to give him his tool box now...

The guy looked at him and our employee stated "That looks really suspicious like someone is trying to pinch my toolbox.

The guy agreed and gave him his toolbox.

Now I am telling you this because two more of our employees travelled back to Brisbane on the 11/06/2022 15:35 QF 0126 and both have lost their tool boxes and nobody can find them. These tools are their livelihood and no one has been in touch with them to let them know what has happened or where they are at in regards to finding their tooling. The numbers they were given by Qantas are not valid.

Its like someone at the airport could be stealing expensive items. Our team travels back and forward with their tooling.

This is very disappointing.

After 2 years almost closed for Covid lockdowns, flights have now resumed. Now the airport decides it's time to halve the security screening space, for renovations? Long queues, stressed people missing flights, and the board stil says "estimate under 10 minutes". Allow 50 minutes at busy times (eg early morning flights).

I arrived at Auckland Airport this morning at around 5:20 and going to take the plane VA140 to Sydney. All the check in machines/ issue boarding pass machines are not worked . I asked the lady, she asked me to use the machine to check in ( actually I do the online check I'm already) I just want to get the luggage label for the bag drop. Unfortunately the machines are not worked. Then she asked me to join the queue. I thought she will give me the luggage label. But finally she only gave me the boarding pass. Then she asked me to join another long queue again for getting the luggage label and arrange the bag drop. Now is 6:25, I am still waiting in the queue for the bag drop. My boarding time is 6:45. All the customers are so so angry now .
I need an explanation for the bad service . My email address: [protected]@yahoo.com.hk

I don't like this airport because of its international terminal. It's such a mess. If you want to have some tea in the early morning, you'll find only a couple of cafes working. The volume of passengers is huge even in the morning, so there were a lot of people wanting the same. Speaking of wifi connection, then it's surprised me as well. It's not free, unfortunately.
Oh and if you need to walk from international to domestic take an umbrella just in case!